Collections Officer (I-9 Islamabad) Hybrid

About the Role

We are looking for a motivated and customer-focused Collections Officer to join our Collections team. The role is responsible for managing customer repayments through outbound calls, reminding customers of upcoming and overdue payments, resolving payment-related concerns, and ensuring timely recovery of assigned portfolios.

The ideal candidate should have strong communication skills, confidence in handling customer conversations over the phone, and the ability to maintain professionalism while achieving collection targets in a fast-paced fintech environment.

Key Responsibilities:

• Contact customers via phone calls regarding upcoming, due, and overdue loan repayments.
• Remind customers of payment deadlines and explain repayment options clearly.
• Follow up regularly with delinquent customers to ensure timely recovery.
• Handle customer queries related to repayment schedules, outstanding balances, and payment methods.
• Negotiate payment commitments and encourage customers to make payments within agreed timelines.
• Maintain accurate call notes and update customer records in the system after every interaction.
• Escalate complex or high-risk delinquency cases to the Team Lead or relevant department.
• Coordinate with internal teams (Customer Service / Operations / Risk) for issue resolution impacting repayments.
• Achieve assigned daily call targets and monthly recovery targets.
• Ensure compliance with company policies, regulatory requirements, and ethical collection practices.
• Support retention of customers through professional communication and positive customer handling.

Required Qualifications & Skills

• Bachelor’s degree preferred. 1–2 years of experience in collections, recovery, telesales, call center, customer service, or banking/fintech operations preferred.
• Strong verbal communication in Urdu; basic English communication is a plus.
• Comfortable handling outbound calls and speaking with customers throughout the day.
• Good negotiation and persuasion skills. Ability to manage pressure and work against targets.
• Basic computer skills and ability to update records on CRM/system. Strong follow-up mindset and attention to detail.
• Prior experience in digital lending / loan recovery / fintech collections will be an advantage.

What Success Looks Like in This Role: High customer contact and follow-up completion rate. Timely recovery of assigned overdue accounts. Professional and compliant customer handling. Accurate system documentation. Consistent achievement of recovery KPIs and team targets.

Pay: Rs37,000.00 per month

Application Question(s):

• Do you have Generation 5 Laptop of your own?
• Please note that this position requires onsite attendance two days per week. Would you be comfortable working from the office on those days?

Work Location: In person